Soma.
Omnichannel.

Omnichannel desk that converts inbound email, WhatsApp, and phone requests into structured tickets with automated routing and approvals.

Email, WhatsApp, and IVR inputs normalized into a common schema with contact context and sentiment tags. Voice calls transcribed with domain glossary boosts to preserve product and SKU terms.

Event-driven pipelines in Step Functions that enrich requests with account tier, SLA targets, and recent interactions. Routing policy blends rules with LLM suggestions while keeping humans in the loop for sensitive updates.